From Bright Pattern Documentation
Jump to: navigation, search
This page contains changes which are not marked for translation.

Other languages:
English • ‎日本語
• 5.2 • 5.3

Contents

My Grades Views

The configuration of My Grades can be changed; either you or your supervisor can select what widgets to show in any of the six slots. If the widgets are changed, the current layout is saved upon logout.

To change the display in a given widget, click the down arrow My-Grades-Satisfaction-Configuration-tab-50.png located in the upper right-hand corner. This will produce a drop-down menu that allows you to choose any of the widgets for display.


Choose the widgets you see in My Grades by selecting from the drop-down menu


List of My Grades Widgets

The following is a list of the widgets available in My Grades, including descriptions of what they do. Widgets are listed in alphabetical order.

Agenda

The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.

The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than 2 hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.

If the number of scheduled items is too large, then the widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.

Agenda widget


Alerts

The Alerts widget displays the last delivered supervisor’s internal chat message. If a new message is delivered, it replaces the previous one. If you click within the Alerts widget, Agent Desktop navigates to Personal Chat and the current message is considered “read” and is removed from the widget.

Alerts widget


Break Time Remaining

The Break Time Remaining widget displays the total time used out of your allotted Break time. If you hover your cursor over the widget, you may highlight either allotted break time or used time.

Break time remaining


Dispositions

The Dispositions widget displays a count of all dispositions that have been assigned to handled tasks. If you hover your cursor over the widget, you may highlight information about any of the displayed dispositions.

Dispositions widget


My Stats vs. My Team

The My Stats vs. My Team's widget displays metrics of your performance against the average of your team's. The metrics are the following:

  • Handled

Displays the number of interactions handled by agents for the day

  • Average handling time

Displays the average amount of time spent handling and completing interactions

  • Successful interactions

Displays the percentage of calls that received the Success disposition type

If you hover your cursor over the widget, you may highlight information about any of the displayed metrics.

Your and your team's statistics


Satisfaction

The Satisfaction widget displays a short list of real-time metrics related to a customer's satisfaction.


Satisfaction widget


You can also configure what real-time metrics are displayed within the widget. The metrics are:


Please note: Demeanor, Net Promoter Score, and Resolutions are the default metrics displayed.

Configuring the Satisfaction Widget

To change the metrics displayed in this widget, click the cog icon My-Grades-Satisfaction-Configuration-cog-50.png in the upper right-hand corner of the widget. A pop-out window will allow you to select the desired metric.


Satisfaction metrics selection


Metrics available for display will be seen in the Available box on the left and metrics already displayed will be seen in the Included box on the right.

  • To add a metric, select the button with the greater-than symbol My-Grades-Add-To-Included-50.PNG
  • To remove a metric, select the button with the less-than symbol My-Grades-Add-To-Available-50.PNG
  • To add all metrics, select the button with two greater-than symbols My-Grades-Add-All-50.PNG
  • To remove all metrics, select the button with two less-than symbols My-Grades-Remove-All-50.PNG



< Previous | Next >